Контактна інформація

Шукач вказав телефон та ел. пошту.

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/398877

Додаткова інформація

Maryna Prytula
Head of call-centre


Phone (cell) [відкрити контакти](див. вище в блоці «контактна інформація»)
Phone (work) [відкрити контакти](див. вище в блоці «контактна інформація»)

Education
basic
•2007 — University of banking at National bank of Ukraine, Banking, Master
Additional education
•2006 — Monetary policy and price stability, seminars at the High school of Bundesbank (Germany), certificate
•2007 — Management by objective and delegation, training for line managers, "Mainstream" (Moscow)), diploma
•2008 — Process building and management, ING Bank Nitherlands, w/o diploma
•2008 — Project management, ING Bank Nitherlands, w/o diploma
•2008 — Risk and compliance management, ING Bank Ukraine, w/o diploma
•2008 — Master of call centre::Operations management, Apexberg, certificate

Languages
•Russian, Ukrainian: Native Language
•English: fluent
Experience
03.2008 - present, ING Bank Ukraine
Head of call-centre organization department
1. Operation support of retail bank launch:
- call-centre organization for operation and information customers support;
- business requirement developing (to products and applications), process building;
- advertisement campaign support.

2. Products (current account, saving account, Internet banking, overdraft, Self'Bank, deposits) launch, promotion and support:
- customers informing concept developing and implementing;
- operational and information support of existent and prospective customers;
- operators trainings to present products, achieve customers interest to products and their wish to visit office;
- complaints handling.

3. High service level providing with optimal risks and costs:
- organization and implementation of the control and service level improvement system;
- technical and organization decision making in accordance to Ukraine legislation and ING Group requirements;
- developing and implementing cost-cutting projects with high customers' satisfaction level savings. Cost control.
11.2005 - 03.2008, Alfa-Bank
Head of Retail business and consumer finance support department
Head of Retail business and consumer finance support department (06.2007 – 03.2008)
• Organization of support over 3000 internal users of banking program SLOLP (15 people in direct subordination, 20 people in indirect subordination);
• Development of schemes and plans for interaction bank units, the organization of the Division at startup urgent projects supported by the business units in a short period of time (simultaneous launch of actions in Ukraine's largest trading networks - Foxtrot, Focus, Eldorado).
• Process automation - the development of business requirements, the introduction of Siebel, Lotus Notes, Microsoft Access, CISCO systems to improve the efficiency of support, the effectiveness of management (automation of accounting and calculating efficiency of the staff);
• Business Continuity Planning, Disaster Recovery Planning systems during the “high season”
• Participation in the working group as a representative of Operation Department in preparation for the "high season", presentation of the project for the Board members of the bank;
• Developing and improving motivation programs of the Division, budgeting, planning based on the size of the business plans of the bank, quality control of the Division;


Specialist, Retail business and consumer finance support department (10.2006 - 06.2007)
• Administration internal users of the SLOLP: car loans, consumer finance, cross-selling, blank loans, Bank @ Work (registration users in the system, changing the profile of the users, the appointment of access rights) - More than 200 transactions a day;
• Providing the support to SLOLP users by phone, problem-solving, assistance to rectify mistakes, coordination with other parts of the bank - from 25 to 100 calls a day;
• Maintenance service with partners in the settlement of contentious financial issues;
• Treatment of primary financial instruments (issued daily reports on credit)


POS-agent (10.2005 - 10.2006)
• Customer Consultation on the terms of consumer finance;
• Establishment of the daily reports.